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Carrot Help Centre

COVID-19


Below is some guidance on how the COVID-19 may affect your car insurance policy.

Will I still be able to make changes to my policy?

Yes. If you need to make changes to your policy, such as your address or vehicle, our team of webchat agents will be available 8.30am – 5.00pm Monday to Friday, 9.00am to 1.00pm Saturday. Get in touch using this link www.carrotinsurance.com/contact-us

Will my box-fit appointment still go ahead?

Yes. However our usual black box installations partner, RS Connect, has ceased operations at this time, and as a result we will be re-booking all box installation appointments using a combination of a different installations partner, Hyde Park Corner, and the team of highly skilled auto electricians that are employed directly by our sister company, IMS.

Please note that if you have received a text from RS Connect to say your box fit has been cancelled, rest assured that the process now sits with us and we will be in touch as soon as possible to confirm all the details and arrange new times or dates as required. However, in the meantime, Carrot customers’ cars are fully insured as per our policy wording, enabling policyholders to make any essential journeys.

Have you made changes to how boxes are installed because of COVID-19?

With health & safety around COVID-19 in mind, our new installations process is now in place. However, with a reduced number of mobile engineers it may take a little longer than normal to get your installation booked and completed. Once your appointment date has been confirmed by us, here’s what you can expect on the day:

  1. 30 minutes prior to your engineer arriving, you will receive a call to confirm they are on their way. They will ask you to have your key and any required documents ready to leave outside the door once they arrive.
  2. Once the engineer arrives, they will call and advise that they are here and confirm that the keys can now be left outside in a safe place where you and the engineer can easily access them.
  3. The engineer will wear single-use gloves on exiting their van and will come and show you their ID through the window before taking the keys as discussed.
  4. The engineers will wipe down your car keys with antibacterial wipes before using them to enter the insured vehicle.
  5. Next the fit will commence, and the engineer will again wipe down the car door handle and any areas of the car where they will be working. This process will also be repeated on completion of the installation.
  6. Once completed they will call you to confirm this, and then replace the car key and documents in your agreed safe place. If there are any complications mid-install, this can be discussed over the phone with you whilst on-site.

During this ever-changing situation, please be assured that we are still ‘business as usual’ and we will communicate any changes that could affect your policy. We are available on webchat during opening hours to talk through any issues and get things up and running for you as efficiently as possible.

Is it safe for both customers and our engineers to continue installing black boxes at the moment?

Car insurance is a legal requirement, and keeping our customers’ cars road-ready is particularly important for all key workers, volunteers and anyone needing to make essential journeys. Having black-box insurance is often the only cost-effective option for younger, less experienced drivers, and it’s statistically proven to reduce accidents, which in turn reduces pressure on our Emergency Services, which is so critical at a time like this. We’ve significantly changed our processes to ensure all box fits can be done in way that dramatically reduces the risk of infection. Get in touch using LiveChat if you have any concerns or need to rebook your box fit appointment.

Can I still request to receive documents by post?

Not at the moment, we are working hard to keep things running smoothly, however due to our offices now being closed, we aren’t able to print any documents. Please check your email and spam folders or get in touch if you think you should have received something that hasn’t come through.

Can I still purchase Top Up Miles?

Yes. Our team of webchat agents are here for you 8.30am – 5.00pm Monday to Friday, 9.00am to 1.00pm Saturday. Get in touch using this link www.carrotinsurance.com/contact-us

I’m a key worker and I am driving more miles than originally estimated, will this affect my insurance?

You should let us know about any expected increase in your annual miles but if you are increasing them due to activity related to providing support during the outbreak then we may be able to waive any additional premium generated.

What if I have a claim over the next couple of weeks?

Just give us a call on 0333 355 2990. Please be reminded, our Claims Team will only be able to help you with your claim. For other changes or queries, please contact our webchat team.

Due to the COVID-19 situation I am currently struggling to get the requested documents over to you, will my policy be at risk?

No, get in touch with our webchat agents and we will put a note on your policy to delay any reminders.

I’m self-isolating and won’t be driving my car, can I put my insurance on hold?

We aren’t able to put your insurance on hold, but if you feel like you have no other option than to cancel, get in touch using webchat – www.carrotinsurance.com/contact-us. If you don’t intend to buy alternative insurance while you are not using your car you will need to register your vehicle as off the road (SORN).

I’m concerned about paying for my insurance as a result of the Coronavirus

A lot of people are in difficult financial circumstances as a result of the preventative measures taken by the government to tackle the virus. We want to support all of our customers during these difficult times so if you think that you are going to have difficulty paying your monthly installments get in touch with Close Brothers Premium Finance on 0333 321 8567 to discuss your options as soon as possible.

Can I get a refund of premium if I’m not using my car during the pandemic?

If you’re not driving your vehicle as much, or at all, we may be able to reduce your annual mileage in order to generate a premium refund. Please be aware though that this may not change your premium at all, depending on your current miles and the level of reduction you’re able to make. Get in touch using our webchat if this is something you’d like us to look at. If you do reduce your miles, then please also be aware that should you need to increase your annual mileage later in the year that you will be charged an appropriate additional premium to do so.

I’m struggling to get my car MOT completed due to the Coronavirus, will my insurance be valid if I can’t get it updated?

Yes, if your MOT is due after the 30th March, the Government are introducing legislation to allow extra time for drivers to get their vehicles tested – please click here to see their updated information. However, MOT test centres and garages are considered key in the COVID-19 Government guidance and some will remain open using additional safety measures, to allow drivers to keep their vehicles in a safe, roadworthy state, should journeys be essential. Find out more about keeping your vehicle roadworthy here.

Whilst we’re in lockdown, can I go for a drive by myself to get out of the house for a while?

Whilst there hasn’t been a law passed to prevent this, our recommendation is no. Unless you are key worker that has to travel by car to your place of employment, we have all been told by the Government to leave the house only to do essential grocery shopping and once a day for exercise. The individual risk is low from driving around but the best thing we can do is adhere to the guidelines very strictly to limit the spread of COVID-19, together.

I have been asked to provide my NCD, Driving Licence and proof of address. Do I still need to give them to you?

Yes, if you have had any communication from us requesting documents, please contact us on LiveChat with them as soon as you can.

I’m a key worker and now need to commute to multiple places of work, do I need to change my insurance to include business use/commercial driving?

No, key workers do not need to let us know about this change in circumstance, their policy will stay valid during the COVID-19 crisis. Hire and Reward purposes is excluded from this update, please see below for more info on this.

What do you mean by ‘excluding Hire and Reward’?

You won’t be covered for any deliveries made in the insured vehicle for which you receive a payment or financial incentive – so takeaway food deliveries, Amazon deliveries, etc, will not be covered. Any customer that requires this level of cover on a vehicle that we insure will need to seek alternative insurance for your vehicle. If this is your only occupation then you will need to cancel your policy with Carrot and take out cover elsewhere but if this is a casual, secondary source of income or a temporary change to your usual employment activities then either speak to your prospective employer or seek additional Top-Up cover for the delivery activities from a specialist provider. Please be aware that the insurance we provide will not cover you for paid delivery work and that you may have your vehicle seized by the police if you are found to be driving without the relevant insurance.

I’m helping my community and need to use my car to deliver essential items, am I covered by my insurance?

As long as this is unpaid voluntary work you will be covered automatically and do not need to make us aware of the activity you are undertaking. If you receive any payment however, this is considered Hire and Reward and you will not be covered for these activities. Please see the previous question for more info on this.

I’ve changed occupation to a delivery driver during the Covid-19 outbreak, will this affect my insurance?

Please let us know immediately about any change in occupation. If you are now a delivery driver then we will need some information about your work, so that we can determine if cover can continue during the Covid-19 outbreak.

  • If you are using another vehicle (e.g. a supermarket delivery van) then we can maintain cover on your existing vehicle.
  • If you are intending to use your insured vehicle for paid deliveries, please be aware that the insurance we provide will not cover you for paid delivery work and that you may have your vehicle seized by the police if you are found to be driving without the relevant insurance. If this is your only occupation then you will need to cancel your policy with Carrot and take out cover elsewhere but if this is a casual, secondary source of income or a temporary change to your usual employment activities then either speak to your prospective employer or seek additional Top-Up cover for the delivery activities from a specialist provider.

I’ve been made unemployed/my contract with work has ended during the Covid-19 outbreak; will this affect my insurance?

You should let us know about this change in circumstances, however during the current situation we will be able to maintain cover for people who are out of work due to the impact of Covid-19. If as a result you think you’ll struggle to meet your monthly instalments, get in touch with your finance provider Close Brothers Premium Finance on 0333 321 8567 as soon as possible to discuss your options.

I’m self-employed and now not earning due to the Covid-19 outbreak, will this affect my insurance?

You should let us know about this change in circumstances, however during the current situation we will be able to maintain cover for people who are out of work due to the impact of Covid-19. If as a result you think you’ll struggle to meet your monthly instalments, get in touch with your finance provider Close Brothers Premium Finance on 0333 321 8567 as soon as possible to discuss your options.

If I need to use my car to commute to work instead of taking public transport, do I need to make you aware if I usually only have Social Domestic and Pleasure use on my policy?

If you must commute to work in your car when you would usually use public transport, this will be covered automatically during the outbreak.

How are Carrot helping their customers during this pandemic?

We’ve been working really hard with our partners to help our customers during this difficult time. This includes the temporary extension of our customers’ cover, in recognition of some of the extraordinary work that many of you are doing to support your local communities. Details of these measures are below:

Additional support available to NHS critical workers:

  • In addition to the measures being made available to our wider policyholders detailed below, we may also be able to assist NHS critical workers with the cost of any changes that you might need to make to your policy details during the outbreak, so please contact us and we’ll help however we can

Available to key workers:

  • If you need to increase your annual mileage allowance as a result of using your car more to provide essential support during the outbreak, please make us aware of your circumstances as we may be able to do so without charge
  • If you now have to commute to work in your own car during the outbreak but would usually use public transport, we will automatically cover this change to the use of your car if your policy doesn’t already cover commuting
  • If you are now using the car that we insure to commute to different or multiple places of work as a result of the outbreak, then your Carrot policy will now automatically cover this – you don’t need to let us know

Available to all customers:

  • If you are now in a position of financial vulnerability and are paying for your cover with Carrot by instalments, Close Brothers Premium Finance may be able to help you with a payment holiday – please call them directly on 0333 321 8567
  • If you are temporarily out of work (whether employed or self-employed), we will be able to maintain cover on your policy providing you are able to keep up your payment instalments, but please make us aware of any changes in circumstance
  • If you need to, you can use your insured vehicle for unpaid voluntary purposes during the coronavirus pandemic – there’s no need to let us know about this
  • If you are stuck abroad with an insured vehicle and unable to return due to the outbreak, we can provide additional overseas cover in excess of the 30 days stated in the policy booklet. Please contact us to discuss your situation
  • If there’s anything not covered in the list above that you’d like to ask us about, please get in touch using our webchat. We’ll do whatever we can to help you – we’re in this together after all.

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